Service Level Management
What is Service Level Management?
The ITIL practice of setting clear business-based targets for service levels and ensuring that delivery of services is properly assessed, monitored, and managed against these targets.
Terms that appear alongside service level management
Each of these is named in at least one of the same controls as service level management. The number is how many controls name both.
- itil 3 shared controls
- incident management 2 shared controls
- problem management 2 shared controls
- it service management 2 shared controls
- change management 2 shared controls
Frameworks that govern service level management
What the standards actually require on service level management
Requirements naming service level management across 4 standards, quoted from the control text.
The organization and the customer agree which services will be delivered. For each service the organization agrees one or more SLAs with the customer, based on the documented service requirements, setting out service level targets, limits on workload and excep...
iso-iec-20000-1-2018::8.3.3 · 8.3.3 Service level management →Sets targets for service levels grounded in the business (one or more measures stating the service quality expected or achieved) and makes sure delivery is assessed, monitored and managed against them.
itil-4::5.2.15 · 5.2.15 Service level management →The bank runs a service level management process to manage IT operations while ensuring effective segregation of duties.
rbi-cybersecurity-framework-for-banks::35 · Para 35: service level management with segregation of duties →HKMA TM-G-1 IT Operations. (1) IT OPERATIONS MANAGEMENT (TM-G-1.5.1) - 24x7 operations + monitoring + service delivery + ITIL + ITSM + operations runbooks + procedures + sound operational practices + automation + DevOps + SRE + IT service management metrics +...
HKMA-TMG1-Operations-Capacity-Problem-Incident · TM-G-1 IT Operations + Capacity + Performance + Problem + Incident Management →Questions people ask about service level management
What is Service Level Management?
Why is Service Level Management important for compliance?
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See how Service Level Management applies across compliance frameworks
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